About this role
This is a full-time Senior Manager, Customer Support Engineer position at Vapi based in San Francisco with remote flexibility. This role suits an experienced technical leader with a background in engineering-led support and AI-native technologies.
Role Overview
Vapi is seeking a technical leader to build and manage a world-class Support Engineering team supporting accounts ranging from SMB independent software vendors to large enterprises. Reporting directly to the Head of Customer Engagement, this engineering-led management role focuses on unblocking enterprise customers who push the limits of LLMs, STT, and TTS in mission-critical environments. The successful candidate will protect net revenue retention by resolving technical friction efficiently and bridging the gap between the enterprise customer base and core engineering.
Key Responsibilities
Requirements
Nice to Have
Skills and Tools
About the Company
Vapi provides voice AI technology that resolves inquiries rather than transferring callers, having powered one billion calls for prominent companies like Amazon Ring, Intuit, ServiceTitan, and New York Life. Trusted by one million developers, the company is backed by prominent investors including Peak XV, Bessemer, Kleiner Perkins, M12, and Y Combinator, with $72 million raised.
How to Apply
Interested candidates should visit the official Vapi careers page to submit an application for this role.
Skills and tech stack
Questions candidates ask
What is the location of this job?
The position is based in San Francisco with remote flexibility available.
How many years of experience are required?
Candidates must have at least 5 years of experience in technical support or solutions roles, including a minimum of 2 years managing technical teams.
What programming languages are needed?
Candidates must be able to use Python and JavaScript to help debug customer middleware or build production agents.
Who does this role report to?
This role reports directly to the Head of Customer Engagement.
What does Vapi do?
Vapi provides voice AI that resolves customer interactions rather than transferring them, powering voice agents for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life.